Joshua Serrano

Summary

Highly motivated, highly skilled Computer Electronic and Networking Technology professional with a positive attitude and excellent communication and customer service skills, who received an Associates in Networking, seeking a job within the IT industry

Work History

September 2016Present

IT Support Analysts 1

Queens Medical Center

-Assisting with Nurses and doctors to provide troubleshoot support remotely and over the phone. Created tickets based on user problems and escalation procedures. if the issue has to be escalated to a severity of tier 2 or 1, a bridge line will be opened and I will be in charge of managing the call making sure the appropriate teams, users and vendors are present while the issue is troubleshooted. Managed tickets using SLA guidelines.

-Provide password resets for various applications either through Active directory or through the applications themselves: Carelink, Sovera, Peoplesoft/myinfo, Direct biller, Pacs Mckesson and CPacs, Imprivata Single Signon, Kronos.

-Filled out and managed Service requests, which are forms that users can fill out when requesting a service that either the help desk or other departments would for fill. Some examples would be share drive access after approval from data guardians, creating new users, access to applications, access for vpn, custom set ups for applications, access to the wireless network, etc.

-In charge of making sure the on call paging schedule on sharepoint was up to date to ensure that if an issue had to be escalated, the correct people were paged/called.

-Created new users within Active directory and ensured that they were added to the proper groups after approval process. Also created user mailboxes through exchange

-Added/removed users from Distribution email lists as requested from managers

-Manage groups of individuals and divided workload among piers, Being a team leader and a team player and guided group to ensure that daily tasks were done and completed

April 2016September 2016

Assistant system admin

Pacific Telecommunication Council

Assisted with troubleshooting with users based on various hardware/software problems. Managing, maintaining and updating windows based workstations. Managed and maintain ticket requests from users. Managed user accounts through active directory. Managed and maintained gmail accounts for users. Monitor servers, switches, firewalls and workstations within the network.

Notable projects include:

Helped implement a ticketing, help desk and inventory system at pacific telecommunication council when they had none.

Sep 2013Jul 2015

Senior Student Computer Operator

University of Hawaii

Monitored the network using Icinga. Created tickets for host and services that were down and assigned them to the proper tier. Basic switch configurations. Terminated cat 5 crossover and straight through cables. Cleaned, tested, sorted and stored copper and fiber cables to be used. Assembled Racks and installed servers within the data centers cabinets. Traced cables from patch panel. Assisted in customer service. Firewall and general network traffic updates, signed in/out Colo customers.

Notable projects include:

Helped mapping the entire UH network infrastructure and creating a topology that would analyze the Hosts, parents and children of the University of Hawaii Manoa network

Helped put together a Cisco oriented training program which is designed to help other student workers to learn and understand the basics of computer networking

May 2009Jun 2010

Stock Clerk/Basement inventory/Delivery

Fisher Hawaii

1072 Fort street mallHonolulu HI 96817(808)524-0700Managed and maintained assigned aisles, managed and maintained basement inventory which was the back up inventory for the entire store. Completed on food Deliveries within a timely manner.

Oct 2006Mar 2009

Kitchen help, cashier

Pah kehs bakery and deli

99 Ranch Market 1151 Mapunapuna St.Honolulu HI(808)833-8899

Stock bakery and deli products, Cashier, Kitchen Help for the cooks, Served food to the customers, customer service.